General Practice Overschie

General Practice Overschie, located in Rotterdam, provides care in the Overschie and Park 16-hoven neighborhoods. The practice is staffed by four general practitioners.

For some time, the staff at General Practice Overschie had desired a registration kiosk. Having observed such kiosks at municipal buildings and hospitals, they recognized it as an excellent solution for improving efficiency. Consequently, they promptly ordered a registration kiosk once integration with Medicom by PharmaPartners was completed.

Assistants are less frequently interrupted

One of the practice staff noted, "Previously, patients would check in at the reception desk, interrupting the assistant's work. A check-in system is a good solution because it reduces interruptions, allowing us to work much more efficiently."

The registration kiosk has brought significant convenience: “Patients now check in via the kiosk. If patients are unsure how to use it, the assistant briefly accompanies them to explain. We’ve noticed a considerable reduction in reception desk traffic, as we no longer need to manually check in around 20 patients daily. This saves a lot of time!”

The main reasons patients still approach the reception desk are to ask questions, collect referral letters, submit urine samples, or collect containers. Occasionally, a patient struggles with the check-in process. In such cases, the assistant first inquires about the date entered by the patient: “We receive an average of 3 to 4 queries per week because patients enter the appointment date instead of their birth date. Once we correct them, check-in usually proceeds smoothly, and they remember for next time.”

Positive feedback from patients

Generally, patients respond positively to the registration kiosk: “It used to get busy at the reception, with patients queuing. That’s no longer the case with the kiosk.” A staff member also mentioned that they promote the kiosk positively to patients who still come to the desk for check-ins: “We encourage them to use the kiosk, highlighting its ease of use.”

Long-held wish

The practice staff are very satisfied with the registration kiosk. It was a long-held wish that has now been fulfilled. The kiosk has proven its worth: staff experience less congestion at the reception desk, allowing them to focus better on their tasks. Additionally, they appreciate having a current overview of all present patients. Previously, patients might go directly to the waiting room without checking in; this issue has been resolved.

Furthermore, they are very satisfied with Wachtkamerschermen®. A practice staff member mentioned that communication with Wachtkamerschermen® is straightforward and pleasant. They also find the check-in system user-friendly and easy for everyone to operate. However, they would like the birth date entry to be more prominently displayed, as patients sometimes enter the appointment date. They also expressed a desire for the kiosk to have additional functions in the future, such as verifying a phone number or email address or making new appointments. Wachtkamerschermen® has taken this feedback into account and will explore what can be implemented in future system developments.